Service-Cloud-Consultant Salesforce Exam Questions and Free Practice Test

Question 55

- (Exam Topic 2)
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A. Number of article votes

B. Number of customer ratings

C. Number of approved articles

D. Number of archived articles

Correct Answer:A

Question 56

- (Exam Topic 1)
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A. Knowledge search query with no results.

B. Knowledge articles with the lowest rating.

C. Number of knowledge articles in each data category.

D. Knowledge articles created by call center agents.

Correct Answer:AB

Question 57

- (Exam Topic 1)
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

A. Select two Twitter or Facebook accounts.

B. Create and assign permission sets to give agents social account access.

C. Retrieve Social Studio credentials.

D. Enable the Moderation feature to automatically create cases from posts.

Correct Answer:BD

Question 58

- (Exam Topic 1)
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A. Define Case Auto-Response Rules.

B. Establish Case Assignment Rules.

C. Create a Process Builder with Scheduled Actions.

D. Configure Case Escalation Rules.

Correct Answer:A

Question 59

- (Exam Topic 1)
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers

A. Attachments and .html files in Classic Knowledge are moved to the Files object.

B. Visualforce pages refer to Classic article types.

C. Each article must be associated to a record type.

D. Approval process history migrate to Lightning Knowledge.

E. Article numbers change during migration.

Correct Answer:ACD

Question 60

- (Exam Topic 1)
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Push Notifications

B. Case Feed

C. Omni-channel Supervisor

D. Next Best Actions

Correct Answer:C

START Service-Cloud-Consultant EXAM